Ever-changing consumer behaviors, empowered by the use of technology, are raising customers' expectations. Product- and service-providers alike, regardless of industry, are increasingly forced to look beyond their direct competition to effectively engage with existing and prospective customers. In this shifting environment, a great customer experience (CX) isn’t just about meeting customer needs—it's about building trust and putting the customers’ personal preferences at the centre of the experience you deliver. That, more and more, is the way to exceed their expectations. In this DX Coffee Chat, host Peter Hughes, Partner and National Customer Practice Lead at KPMG in Canada, sits down with Rizwan Khalfan, EVP and Chief Digital & Payments Officer at TD Bank Group for an insightful conversation about exciting opportunities and practical strategies to create next-generation digital CX. Learn more about our #DXCoffeeChat series at home.kpmg/ca/dxcoffeechats
DX Coffee Chat: Building next generation digital customer experiences
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No doubt that the banking industry is in a very exciting mode , there are great opportunities for digital transformation but part of this is to bring a new blood into the talent pool. I personally noticed that when the banks hire for mid and senior positions they hire in most cases professionals from another bank. By doing that the organization is just recycling talent and the innovation and out-of-the box thinking is getting stalled. Shaking the boat when comes to hiring talent in the banks will benefit both, the bank and the customers. CX is critical and customers are really tech savvy nowadays, so customers expect seamless experience and AI, digitalization, predictive analytics, automation, modern CRM, is not nice to have but must have nowadays.
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The client's journey is not linear anymore, and clients are jumping from channel to channel. So wearing my client’s hat I expect the company / the bank to know what my interests are and to deliver personalized messaging and experience to me. As a marketer I coach my team to be working very closely and collaboratively with the rest of the BUs and that we are all aligned in order to deliver desired customer journey and know our clients intimately.
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Director financiero y administrativo en UNIMINUTO Colombia
12moReport
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